Software Support Engineer I
FranConnect
Dec 2023 - Jan 2025 (1 year 2 months)
• Responded to incidents and requested escalations from the Help Desk, delivering technical assistance to end users.
• Diagnosed complex technical issues and collaborated with appropriate resources to accelerate problem resolution.
• Provided timely follow-up updates to end users in alignment with established support policies and procedures.
• Managed issue queues, monitored response times, and ensured consistent communication for each inquiry.
• Partnered with tier 2 support teams to escalate and prioritize issues, overseeing resolution timelines and outcomes.
• Tracked, analyzed, and reported on workloads, recurring ticket patterns, and customer feedback.
• Fostered strong customer relationships and initiated conference